Using Speech Analytics for Inbound and Outbound Calls
Speech analytics is a valuable contact center tool that mines calls for keywords and phrases to uncover valuable and actionable business insights When utilizing a speech analytics solution, recorded calls should not be viewed as one large group They should be segmented properly, as inbound and[...]
Virtual Summit on Customer Experience
Don't miss the 2015 Customer Experience Summit - An Online Event! Businesses need to care about their customers They need to improve their customer experiences They need to drive increased customer satisfaction But what does a customer experience look like for all parties, and what does a CX[...]
Understanding Speech Analytics and CRM Integration
Upon implementing a speech analytics solution, many companies assume that it should tie into all of their other programs, including their CRM system Speech analytics technology is able to integrate with many CRM systems, however there are important differences between the two platforms and how they[...]
CallFinder Partners with Lawson Concepts
CallFinder Announces Partnership with Lawson Concepts to Deliver Speech Analytics Solutions to Clients Looking to Improve the Customer Experience BURLINGTON, Vermont, March 16, 2015 – CallFinder® (https://wwwmycallfindercom) announces today a strategic relationship with Lawson Concepts, LLC to[...]
Speech Analytics is Not a Replacement for Skilled Human Management
There are many benefits to using speech analytics technology within your organization Speech analytics software mines 100% of call content in a matter of minutes to gather data from actual customer interactions, which is crucial to business decision making Efficiency is improved, cost savings[...]
Speech Analytics: Magic, Mystery or Method?
Guest article by Chris Lawson, Lawson Concepts, Inc Who doesn’t love a good whodunit As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero The butler did it – no, that’s too obvious – okay, it has to be the shy and[...]
How Speech Analytics Brings Value to Many Departments
When you think about speech analytics, what’s the first image that comes to mind If it’s a call center agent, wearing a headset and chatting away with a customer, you aren’t alone Of course the call center is the first thing that pops into your head Speech analytics technology assists the[...]
5 Call Center Taboos to Avoid
The call center is one of the most important departments in an organization Call center agents have the most direct contact with your customers, the people who decide whether or not to buy from you and who ultimately determine whether your business soars or sinks And yet, considering how important[...]
How Your Competitors Are Utilizing Speech Analytics
Speech analytics software is being utilized in call centers of all sizes and across a wide variety of industries today That’s because the benefits of implementing a speech analytics solution far outweigh any associated costs Even if you aren’t yet using speech analytics in your call center, you[...]